Automations

HI everyone, I am looking to set up an automated deletion of any attachments on tickets after 30days. I require the ticket to remain but just the attachment to be deleted. Would anyone know if this is possible and how I would go about setting this up. Thanks Dani

We have the Slackbot approval workflow, but the flow gets stuck at “Loading” if the approver has not activated their FreshService account. Is there a way to automatically activate FreshService user/requester accounts from the admin side without having to tell all my users to sign in once manually? This is a horrible user experience.

Similar to #11247 but with the last public note field instead of the description field. I’m trying to send the last public note to a web service using the Web Request automation action. This template { "status": "{{ticket.status}}", "note": "{{ ticket.latest_public_comment | sanitize_html }}"} allows me to get the HTML version of the last public comment, but I’d really prefer to get the text version. Note the workflow execution log shows the request body w/out the html: { "status": "Open", "note": "John Smith : new note"} But it comes through as: { "status": "Open", "note": "John Smith : <div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>new note</div></div>"} GETting the conversations for a ticket, i can see there is such a field in the conversation body. "body": "<div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>new note<

I tried to create automate role on “freshservice”, I want this role to be activated in off days (Friday-Sunday), once anyone raise a ticket it auto reply to it all.

I’ve got a workflow going to automate creating new user accounts when receiving onboarding tickets. The “Create User” acion is missing inputs for some attributes, but I was able to get city, state and country added in custom attributes. { "city": "{{R1.city}}", "state": "{{R1.state}}", "country": "{{R1.country}}"} My final hurdle to completing the automation is passing the reporting manager selected in the onboarding form to Azure as the user’s manager. Simply using the “manager” attribute does not seem to work. Is this possible?

Hello, There doesn’t seem to be an option to update line manager in Azure AD via an orchestration, we were hoping that we could add line manager to new starter forms so they are automatically added to a new user account when its setup. We use SSO with Azure AD for our Fresh Service, so this also means Fresh Service requesters should have their line managers listed. However doesn’t seem to be an option, am I missing something, or is this in development?

I may have encountered a bug: I have several procedures which require approval. There are occasions when two different systems will have the same approver, so I need two distinct approvals from this person. But when I put in the second approval, it either overwrites the first or just doesn’t post. Has anyone else had this issue?

Good Afternoon All & Happy Friday, Just looking for Workflow assistance that may have a quick answer. I want to create a workflow that when a ticket (incident or service request) gets assigned to an agent, that agent automatically gets added as a watcher to that ticket. The reason we need this, is if after an agent troubleshoots an issue, if they need to escalate the ticket we want that first assigned agent to be updated on any notes/replies or status changes as a watcher would. This would be great so our 1st line team can be kept updated on a tickets “journey” - equally the 2nd line agent added as watched and so on and so on. Much appreciated if anyone who solves this could include a screenshot of the working workflow - any questions ill respond asap. Many Thanks, Danthebugg

Hello! We are hitting some issues with some expression builder date functions. I have a form that a manager submits for others and they enter in a date and time of execution as well as a custom dropdown that contains a list of timezones. I have a custom object that maps the timezones to a time offset. We want to build an expression that will spit out the UTC time of execution for the user that they submitted it for in the timezone that was selected int he dropdown. This is what we have: addHours('{{ticket_date_iso}}', {{offset}}) This didn’t work because the “ticket_date_iso” accounts for the users timezone so my UTC offset math doesn’t work. I was wondering if there was a way to get the timezone of the user, subtract the offset there, and then add the offset of the user its being submitted for but I can’t find a way to get the timezone of the user who submitted it. Anyone else have a similar use case that they found a solution for?

Hi, I have a need to set up a condition in a work flow that checks if the requester of a ticket is member of specific Agent group. I haven’t found any standard way of doing this so I have tried with api calls and expression builder but without success. I’m using a web request to get the group details and a json parser node to structure the output. But how can I use the Expression builder to check if the ticket requester is member of the group or not? Anyone managed to do such a check? The web request returns an array or numbers for the group members which I assume is part of the problem.

Hello, we are on Growth version. In Service Item, made a workflow where the condition compares the values of two fields and returns a Boolean. What do we have to do in order to get an error message if Boolean is False?

Hello team. Are there any restrictions when using the API key in a free account? I am trying to connect via the API key and my account name, but the connection is not established. I’m using the API Key from the Profile Settings

For a company report in power bi it´s needed the closed_at date of project tasks for certain analyses, all other data we get through the API but we could not so far find a way to get this data through the API operations found at https://api.freshservice.com/. is there a nice consistent way to get this data? and would it be possible to get other activity log data that could be useful in the future?

I have a subject line that comes in as zero|one|two|three|date. I am trying to create an expression that will take the date and convert it to an ISO date to be used later. so far i have the following {% assign subject = {{ticket.subject}}%}{% assign date= subject | split: "|" %}{{date[4]}} This will seem to work in an app but not the expression builder to get the date. First problem If I can get the correct date extracted I planned on doing the following: lets say the date I extract is 07292022, i could use date(2022,07,29) to convert the date, this works the expression builder and will return a good date but when I use date(substring('07292022',4,8),substring('07292022',0,2),substring('07292022',2,4)) it does not work. Second problem I then planned on using the split function from the first problem to insert into the substrings where the date is but I just cant figure out the syntax of liquid and the expression builder.

This might be super simple, but cant seem to find a way to make it work, I have this expression: "{{ticket.ri_5_cf_employee_first_name}}.{{ticket.ri_5_cf_employee_last_name}}" when testing, this produces the desired output: Result: tim.dodd testing the expression does not produce a syntax error, but when trying to save the node, we get the below error of: Invalid Syntax - Invalid operator found. If anyone has any pointers of how to get this to work, it would be greatly appreciated.

I’ve been trying, like really stressing, to find a way to take an email sent into my FreshService, pull out details from a consistently formatted body, and populate fields in a ticket with the data. The email body consists of the following: Name : JASON TESTSamAccountName : JTESTDistinguishedName : CN=JASON TEST,OU=USERS,OU=TEST,DC=contoso,DC=comSID : S-1-5-21-953425057-2096312333-931750244-25872Description : CORPORATE - GENERICEmployeeID : 79998employeeType : SalariedEnabled : TrueaccountExpires : 1/11/2023 12:00:00 AM I am trying to extract the text after Name: as a string extract the number after EmployeeID: as a numeral extract the data after accountExpires: as a date and put each of those extractions into a corresponding service request field. I was given this expression, which when it sees a hashtag (#req) in the email body finds the email address of the original sender from a forwarded email. substring( '{{ticket.description}}', indexOf( '{{ticket.description}}','#req',0)+5, ind

Hello, I have creates a integration with a external system for a customer. Use custom to hold the endpoint data and common used values in the API payload. Worked fine for some time, but the customer keeps getting failure where the placeholder from the custom object is empty. Anyone seen this as well? //Daniel

I am trying to make the expression build the email for new employees. Its real simple, first inital, last name. I cannot seem to combine a concat and a charat in the same expression so it can scrape the first inital of the first name, get the last name from the ticket, and then combine it all together. I was thinking concat( 'charAt('{{ticket.onboarding_request.actor_1.cf_employee_name}}', 0)', '{{ticket.onboarding_request.actor_1.cf_employee_last_name}}') Result: charAt('Value 1', 0)Value 2 But this does not work. I have tried to play with the parenthesis and quotes, so if one is off here that isnt the problem

HI All, Is there a way to have a drop down item automatically selected depending on a requesters group in a service request? I can see there is set options available but that just allows certain items in the drop down to be available not to actually select it. I would like to have the option for a group to have one item in a drop down automatically selected and then the fields for this drop down to appear without the requester having to select or see the drop down. Is there another way to do this apart from business rules? Thanks Dani

We have a simple CSAT survey setup, which we can run a periodic report on. However we would like any negative responses to be automatically identified. I can create a workflow when Customer Satisfaction Rating is negative to send an email, but how can I then: Include the CSAT response information in the email Send the emails to the agents manager rather than having to send to all managers (or 1 manager and they distribute onwards)

Hello, is there a way to automate via workflow the process of canceling the approvals of SR once ticket is set as cancelled? or closed?

We are running into issues processing approvals for employees that are changing departments. When an employee changes departments the new supervisor generally submits tickets for their new access before the employee has left their old department so the approval is routed to the outgoing supervisor rather than the new supervisor. We are wondering if others have run into this issue and if so, how you resolved it.

I recently enabled the Slack Orchestration and have been testing message posting in Slack to DM, Public and Private channels. I am getting a 404 channel_not_found with any attempt. I thought my connector may not be fully connected but I can run a Lookup User by Email query and return information back from my Slack tenant. Anyone run into this?

How do you manage Service Transition in Freshservice? We want to introduce Service Transition, and ideally have a checklist of items projects need to complete prior to transition to service, then i would like to attached this transition to the Change (implementing) the application. I wondered if anyone is doing anything similar?

Hi, Is there a way to associate/disassociate software assigned to a user through the workflow automator? Looking to implement this during on and offboarding. Any help is much appreciated!